DIR SOLUTION CENTER

THE ROLE
TE Connectivity is looking for an experienced and dynamic leader to join its Channel organization and will have responsibility for the Americas Solution Center teams. For Solution Center, the position will build and lead a high performing regional team of customer service professionals supporting the Americas region and markets to resolve complex issues and provide an extraordinary customer experience. The position will work closely with global and regional senior leaders across Business Units, Distributors, Operations, Quality, Sales, Marketing, Information Technology and Product Management, as well as with other TE Business Units and Corporate, to quickly understand issues, perform analyses, and implement solutions. 
 
KEY RESPONSIBILITIES

• Customer Care
• Establish and execute the Channel Solution Center strategy to align with overall business unit goals and objectives.
• Responsible drive the extraordinary Customer Experience and ease of doing Business by effectively leading multiple teams of customer service professionals servicing the Americas region 
• Lead the transformation of Customer Care to a highly functioning organization through the implementation of TE Operating Advantage and effective change management strategies.
• Drive operational excellence through disciplined execution, tracking of key performance indicators, and routine follow up.
• Develop and promote talent throughout the Customer Care organization to build a pipeline of successors for key roles.
• In coordination with Sales and Operations, resolve urgent delivery and expediting problems by advocating on behalf of the customer; speak directly with the customer on escalation matters as needed. 
• Liaise between Business Units, Distributors, Sales, Production, Supply Chain, Planning, Quality and other functional teams to achieve delivery and sales performance KPIs.
• Ensure standardization of, and alignment to, corporate policies, procedures, and best practices.
• Responsible for delivering annual cost reduction, productivity and proficiency improvements.